• Windows support is limited to Windows 2003 and later.
• Linux support is restricted to Red Hat Enterprise Linux 4.0 and later.
• New hardware may require most recent versions of vendor operating systems due to hardware/driver support.
• While clients may choose to schedule the deployment of Operating System Vendor patches, those patches must be applied in a commercially reasonable time frame.

Storage

• System disks are either software mirrored RAID 1 or SSD (solid-state drive).
• Due to extended array rebuild times and the potential for failure of a second disk during rebuilds, Logicworks supports RAID 1 and RAID 10 only for storage subsystems.
• SATA disks are not supported for I/O intensive production servers. Only SCSI or SAS are supported for I/O intensive applications.
• Each server, storage array, or partition (if applicable) shall have adequate space for Clients data files, log files, and backups, and must maintain adequate disk space for projected ninety (90) day growth so as to not exceed a threshold of 85% total disk usage.
• Arrays must contain a hot spare per LUN..
• Custom partitioning schemes are subject to Logicworks™ Senior Engineering approval.

Security & Administration

• Client must communicate any changes of a given server’s role to Logicworks (e.g., installing a database management system on a Web server).
• Passwords must conform to generally-accepted best security practices, i.e., must include non-alphanumeric characters, cannot be easily-guessable, and must be greater than 8 characters.
• Client is prohibited from modifying server configuration in any way that prevents the server rebooting cleanly and/or requiring manual intervention on startup or the application from restarting on reboot without manual intervention.
• Logicworks has sole authority of server naming for administrative purposes.
• If root or Administrator passwords, for Linux and Windows respectively, are changed, the new passwords must be communicated to Logicworks immediately.
• No passwords should be sent via email. If passwords are sent via email, they will need to be changed immediately.
• Client is prohibited from accessing Websites that are likely to contain malicious code from their servers, and are generally discouraged from accessing the Internet from their servers.
• Clients who use centralized configuration deployment (e.g., Puppet, cfengine) must consult with Logicworks Senior Engineering before doing so.
• Clients may not disable or alter system settings that may affect monitoring, failover, or administration (e.g., ucarp, syslog, cron, sendmail, snmpd for Linux; syslog agent, snmp service, wmi service, windows firewall, remote registry for Windows).

Network

• Any changes to network configuration are subject to Senior Engineering approval.
• Client SNMP access to devices is limited to read-only access to devices on which client has shared administrative access.
• Administrative access to servers must be available on standard ports and allowed from Logicworks administrative networks.
• All administrative access (SSH, Remote Desktop, FTP, etc.) must be restricted by IP address, or accessed via VPN.
• While Logicworks will communicate to its Internet transit providers any observed upstream peering congestion or flapping issues, Logicworks will not be held liable for the performance of providers of which it is not a direct customer.
• All features available in an IOS image feature set (or similar) may not be supported if an alternate feature providing the same functionality is available. Changes to currently unsupported features are subject to Logicworks Senior Engineering approval.

Backup and Recovery

• Client must specify per-server allocation of committed backup space.
• Client must maintain adequate space per server to accommodate at least two (2) restore points.
• Database backups must be written to the local file system first, prior to being copied off-server, regardless of whether database backups are being performed by a custom agent.
• Logicworks cannot exclude individual files or directories from backups, only partitions.
• Logicworks will adjust the number of restore points to conform to the available space allocated to each server.

High-Availability

• All fail-over scenarios are subject to testing, coordinated by Client and Logicworks within Logicworks normal business hours. Testing must be performed post-turnover and prior to going live (i.e., making the Application available to end users).
• Web servers and application servers which are dependent on high-availability services need to be configured by Client in accordance with Logicworks recommended practices.
• Client is responsible for providing the appropriate parameters (e.g., thresholds, fail-over conditions, timeouts, etc. set high enough to not cause false fail-overs) for high availability configurations.
• Clients may not disable or alter system settings that may affect monitoring, fail-over, or administration (e.g., ucarp, syslog, cron, sendmail, snmpd for Linux; syslog agent, snmp service, wmi, database mirroring, clustering, log shipping, recurring jobs configured by Logicworks for Windows). Client may not alter anything that may affect high availability services without consulting with Logicworks Senior Engineering in advance.

Managed Application Services

• Servers for managed application services are single-purpose.
• Client is only provided limited access to managed application servers.
• Clients should only connect to, or have applications connect to, the Virtual IP (VIP) for a managed application, not the server’s native IP address.

Managed Database

• Client is required to maintain a replica (a standby or secondary) server, whose computing power must be equal to the computing power of the primary server or Group that is not dependent on the block device or storage subsystem of the primary database server.
• Replica database servers must be used only for reads when not being used as the live database in a fail-over scenario.
• If replica database servers are used for reporting, enough resources must remain available for the use of the replica server during a fail-over scenario to not be impacted. Client acknowledges that additional users of replica server may impact performace during failover use.
• Client shall be required to provide and maintain, in writing, documentation concerning requested failover procedures.
• Client may be required to maintain separate block devices for log files, data and backups, subject to the direction of Logicworks Senior Engineering.
• Database backups must be written to the local file system first, prior to being copied off-server, regardless of whether database backups are being performed by a custom agent.
• Client must maintain sufficient storage space for 2 local copies of database backups.
• Client must notify Logicworks if and when it is performing manual database fail-overs.
• Client must notify Logicworks of the creation of additional databases as those additions may affect high-availability, backups, or replication (SQL Server only).

Hourly Billable Services

• Services that are billable by the hour must be scheduled in advance.
• Logicworks is entitled to bill for services to repair servers or applications necessitated by Client’s actions (not including restores).
• Logicworks is entitled to bill for application configuration beyond standard configurations.
• Logicworks will refer clients to third-parties for services that it does not perform.
• Logicworks will not perform hourly services on a monthly recurring basis.
• Hourly billable services are provided as-is and as specified at time of scheduling. Further configuration not included in original scope may be subject to additional fees.